Customer relationship management (CRM) is a category of enterprise software that’s focused on managing interactions with customers and prospective customers. CRM is used to organize, automate and support decision making for critical sales processes such as quote-to-cash.
The 48 Features of CRM
The common features of Customer Relationship Management (CRM) software include:
Scope of CRM Processes
CRM software often supports all critical customer-focused processes including marketing, sales, delivery and support.
One critical process that’s commonly managed with CRM software is the sales pipeline.
The sales pipeline encompasses the core sales process from lead-to-order.
Sales force automation (SFA)
Sales force automation (SFA) is a set of tools for managing sales productivity.
SFA processes include managing sales people, implementing product catalogs, planning sales, forecasting sales and managing interactions with customers.
CRMs typically have tools for managing resellers and other sales partners.
Sales, marketing and support processes are very different from one industry to the next. Large CRM packages usually support dozens of industry verticals.
SaaS CRM: providers typically open their platform to third party applications that can be purchased via an app marketplace.